Overview

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa.

Customer Success Associates play an important role in ensuring the continued success of our rapidly growing customer base.  In this role, you will manage scalable communication with a cohort of our customers, helping to maximize the value they receive from our solutions and cultivating a successful long-term partnership. This role is ideally suited for an individual who would like to develop a career in Customer Success in an evolving role and market.

The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.

The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized and trusted relationships with their customers. Some of our clients: HP, Samsung, and LiveNation (to name a few). We are a Vista Equity Partners portfolio company, growing fast and adding new products to our platform organically and inorganically.

Responsibilities

• Manage corporate interactions and relationships with your assigned base of customers throughout North America.
• Be responsible for coordinating the customer lifecycle and interactions, with a focus on providing insights and information that will aid the customer in their experience with Khoros solutions.
• Establish and maintain broad customer relationships, via customer business reviews as well as reviewing and taking pro-active measures to maintain customer health.
• Monitor customer health using Net Promoter Score (NPS) feedback in order to drive repeat and expanding business.
• Manage and deliver best practice sharing best practice insights and updates across the account base. In cases where direct interaction is needed you are responsible for consulting with other internal to ensure success and expand the number of relationships the customer team members have access to at Khoros.
• Be a member of our Account team where you'll partner with Sales, Marketing, Support as well as with the Finance Renewal Specialists (FRS’s) to determine the best options to secure renewal of the Khoros solutions.
• Leverage technology to coordinate widespread communication across managed portfolio.
• Aggregate and distill product feedback and suggestions that are reflective of your customer base for the Khoros Product teams.

Qualifications

• Understands the fundamentals of professional customer service.
• Strong analytical skills and ability to gauge and anticipate trends using data.
• Excellent communication, writing, presentation, and interpersonal skills.
• Interest in and aptitude for technology and technology trends.
• BA/BS degree preferred.